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Shipping Problems
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TOPIC: Shipping Problems
#15754
Shipping Problems 8 Years, 2 Months ago  
Wow. I really dodged a bullet, then.

I ordered a bunch of alcoves to go with my CRW sets, but when the shipment came, there were no alcoves. So, I went back to my original order on the website, and saw that somehow the system hadn't charged me for them. They were on the order, but with a price of $0.00. So, no harm, no foul. Since I wasn't charged for them, I didn't worry about it, and decided to just buy them at GenCon.

Who'dathunk that that little system would allow me to get my shipment on time?
Yukon Cornelius
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#15755
Shipping Problems 8 Years, 2 Months ago  
The guys in the factory screwed up and forgot to load the individual items into the container. So, to cover themselves they lied and said that there was not room in the container for them. We did not find this out until much later. When we did find this out, we raised all kinds of heck and they agreed to ship some of the individual items (that we had already sold). Some were not shipped. So, this package was AIR shipped to us -- and it was supposed to get to our warehouse very quickly. Unfortunately, we rolled a natural "1" and the USA Customs decided to seize the package for a random inspection. They must have been very thorough as it took a very long time to clear. At that time, the warehouse decided to start shipping all the orders with no individual items.
Thanks for telling us now. It would have been nice to know at the time if not full details, that orders with individual pieces may be delayed. I suggested on 28th of June (www.dwarvenforge.com/dwarvenforums/viewtopic.php?id=1243&p=3) and had a small discussion a coupe of days latter re this too after someone else suggested the same thing on the 30th that those with individual pieces may ship last. While I do not have the reference to where I have certainly read, and I thought it was after this date, a confirmation that orders would ship in the order they were recieved. I for one would have been happy to wait a few weeks if I had known the situation, or even have you move the individual pieces from my river to my lake pre-order.

All the pre-orders should be out now. I think we have sent emails to all the International customers with tracking numbers. If you have not gotten an email please write me and let me know.
I do have a tracking number but it appears to be no good. USPS says "There is no record of this item." Hopefully it's just a typo on the number and my stuff is on it's way anyway. It has now been 48 hours since I got the number and 24 hours since I replied back to the email with the tracking number to ask about it.

The good news? Everything made it on the big container this time around, and it is on schedule. I have spoke with the President of the fulfillment center (a very nice guy) and I told him of our problems and our customer dis-satisifaction. He has responded by pledging to get all the pre-orders out for the Aug. 1st container in 2-3 business days from its arrival date.
That sounds to me like a quite reasonable time to ship out. I am sure we would cope with a week as long as we knew what to expect. It's great that there is a realy community on the DF boards hear but one of the double edged swords with that is there is a buzz and an expectation developed. It probably means we buy more stuff but it also means there is an expectation about when we get our stuff.

Thank you all for your LONG patience, and I hope we have finally gotten over the hump. I think I have answered all the emails and I think we are close to getting everyone their sets. If it is an consolation to your frustrations, my one-week vacation to enjoy the birth of my daughter lasted about 32 hours. Much thanks to my very understanding wife who did not mind me breaking my promise to her to deal with this important problem.
Sorry you weren't able to take this time, vacation is important time that everyone should be able to have. Unfortunately if pre-orders are so important to the business those 2 to 4 times a year a container arrives is going to be key times that you may not be able to take vaction. Hopefully you can have a real one latter in the year.
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#15756
Shipping Problems 8 Years, 2 Months ago  
>All the pre-orders should be out now. I think we have sent emails to all the International customers with
>tracking numbers. If you have not gotten an email please write me and let me know.

What about US customers? How do we know if our orders have shipped or not? I ordered a cavernous river set and a cavernous lake set on the same order? Do I have to WAIT for the lake set to come in before my river set ships? Or did it ship? When will it arrive? How do I find out this stuff when there is no way on the website to get in touch with the company?

Very poor customer service, guys. Very poor.

(BTW, order #2528 if you want to look it up)
jhunton
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#15757
Shipping Problems 8 Years, 2 Months ago  
My Cavernous River and Walls Set arrived today. It looks amazing and was well worth the wait!

Are you getting more of these back in stock when the August container arrives? Or am I out of luck if I want to order another set? I'm sure this question has been answered somewhere else in the forums, but I can't seem to find where.
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Cavern, Cavernous Passages, Cavernous River & Walls, Cavernous Lake (on order), Deluxe Room, Ogre's Den, Den of Evil, Wicked Additions 1, Wicked Additions 2, Advanced Builder, Narrow Passages, Fantasy Floor, Room & Passages, Treasure & Magic Items, Medieval Furniture, Dungeon Accessories, several miscellaneous pieces.
 
#15758
Shipping Problems 8 Years, 2 Months ago  
>All the pre-orders should be out now. I think we have sent emails to all the International customers with
>tracking numbers. If you have not gotten an email please write me and let me know.

What about US customers? How do we know if our orders have shipped or not? I ordered a cavernous river set and a cavernous lake set on the same order? Do I have to WAIT for the lake set to come in before my river set ships? Or did it ship? When will it arrive? How do I find out this stuff when there is no way on the website to get in touch with the company?

Very poor customer service, guys. Very poor.

(BTW, order #2528 if you want to look it up)

Hi jhunton, welcome to the boards - as to your questions, there's a few ways to contact the company. I've personally found that calling them during the business hours works very well (if you are in the US). The phone number is at the top right of the webpage ww.dwarvenforge.com 1-618-549-7100.

Also, you can go to the "Contact Us" link to fill in the info which will email them: www.dwarvenforge.com/store/help.php?section=contactus&mode=update

As for shipping, DF ships entire orders together, so if you ordered a river set together with a lake set on the same order, they won't ship until the lake sets arrive. When they do ship, a tracking number is automatically sent to you.

Hopefully that helps!
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#15759
Shipping Problems 8 Years, 2 Months ago  
Waza said
"Unfortunately if pre-orders are so important to the business those 2 to 4 times a year a container arrives is going to be key times that you may not be able to take vaction."

Lol... C'mon Waza ;) He took the vacation then because that is when his child was born. I hope you are not suggesting he not take a vacation because DF containers 2-4 times a year come in... this child was only born once. I mean, you are telling the man he should not take time off of work when his child is born? I hope you misspoke... Jeff works very hard!

Congratulations Jeff, any inconvenience of people not getting their 300 dollars worth of toys for a little while is nothing compared to the inconvenience of you having to cut your vacation short when your wife and new child needed you. Thank you! It is more then gaming geeks deserve....

Robert
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#15760
Shipping Problems 8 Years, 2 Months ago  
Celtchief

I hope I'm not starting a new wave of flaming. But I think there are two issues we need to keep apart.

A) Dwarvenforge and the community here is like a big family or like friends.

B) Dwarvenforge is a business

To a high degree I feel like A) and yes - there are other thinks more important in life as the delivery of my goodies.

But there is also B). By the time my sets have reached me I will have paid well in excess of $300 for services. With services I mean shipping, handling, tax. The money for the actual items is not included in this amount.

Celtchief - sorry to let you know - but after your post I partly feel insulted by it - and I know you don't mean it this way. The reason for me feeling this way is, that while probably defending A) - and I agree 100% in this case - but I also feel you defend B). And as a business DF has goofed big time.

I still don't know were my River set is. Yes - I have 2 tracking numbers now - one just cleared customs in the UK, one seems to have left Miami 3 days ago and no updates since. I wanted to meet up with Otherworld next weekend (the only possible date left before my holiday). What would be your advice - cancelling, trusting all is in the first package and will be here in time ??

I know DF is a small company and it's impossible to keep A) and B) apart.

2all - don't worry - all the best to Jeff and family. I will get my stuff eventually. It is great to belong to this community of friends. But from time to time someone needs to look at DF as business as well - and it's important that other still can be critical in this respect without feeling flamed. Otherwise DF as business will suffer long term - and we together with it.

Thod
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#15761
Shipping Problems 8 Years, 2 Months ago  
I think that's a good point, and luckily, Jeff and Stefan seem to recognize and acknowledge it. They have never tried to claim that anyone's complaints have been unreasonable. They have fully acknowledged that this particular shipment was not handled properly.

I think the people who talk about DF being a business are making an extremely valid point, for the reason that has been pointed out by myself and others already: even if longtime fans on this forum are lenient, you cannot expect the general gaming world to be. And they need those customers to survive and grow in the future.

If DF is going to be a direct-sales company, they need to make sure the selling aspect of what they do is as honed, professional, and as likely to result in customer satisfaction, as anything else they do.

By going direct sales, they added a whole new dimension to what they do as a company. Now, they not only are in the business of manufacturing gaming terrain, they are also in the business of getting it to people. If they are going to do that, their business will suffer immensely if they concentrate on the former and neglect the latter.

But they do seem to know this. The problems with this wave haven't all been solved yet -- they are overwhelmed and they are not all that experienced at this yet. But this shipment was a hard learned lesson for them. Next time should go smoother.

L
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#15762
Shipping Problems 8 Years, 2 Months ago  
Guys -

I KNOW it has seemed at times that I've been running around the forums with a flamethrower, drenching various folks here with the napalm. That has NOT been my intention.

I've been a DF customer since Stefan was running it from NYC with a black-background Web Page and the only sets available were the original Fantasy MM - and not all of them! So to some extent, I get rather defensive of them, even when they either don't NEED defending, or (HORRORS!) don't deserve it - as in, OOPS! They screwed up. I apologize to EVERYONE here for that.

Having said that, I will also say that OH, Yes, Jeff semi-dropped the ball this time, but with a valid excuse. A C-Section is NEVER an easy time for the woman involved - or anyone in her family who cares about her or the baby - because it IS major surgery. Although it's much safer than it was even 5 years ago, let alone 30 years ago when MY son should have been born that way, and wasn't, and wound up with Cerebral Palsy, a crushed pituitary gland with resulting growth problems, and two VERY damaged knees! But that's another story, and not one for this forum.

Jeff's MAJOR ball-drop was in NOT finding SOMEONE who could 'mind the store', literally and figuratively, while he and Lori minded delivery. He also should have gotten someone else to do Origins, for the same reasons. And yet again, there is a valid reason WHY he did not do this; it's called SMALL BUSINESS. He literally did NOT have someone reliable to cover each position, because unless I have been grossly misled as to the Carbondale office staff, Lori and Jeff ARE the Carbondale division! And you do NOT send a rank amateur-brand-new-employee, or even WORSE, temp help, to one of your two MOST IMPORTANT TRADE SHOWS when you are debuting a brand-new, critical-sales product such as Cavernous River & Walls! I don't CARE who you are, you DO NOT DO THIS!
Unless you are planning bankruptcy or receivership, Monday Morning. Because that is where you are headed, on an express flight.

Dwarven Forge has discovered that they are RIGHT on the edge now; they must grow past the bell curve of small-to-medium buisness, or hang it up and find someone to buy them out; I mean this literally, with the best wishes for DF to STAY independent and successful, but I DO mean it. If it means we pay more for the same quality products we've come to expect from Stefan and Jeff and the gang, then so be it. I don't WANT to pay more, but I sure as HELL do NOT want to pay the same, or more, for a LOWER-QUALITY product such as we would get from WotC, or WizKids, or someone else. And that is NOT a shot at WotC or WizKids, or anyone else. It is a measure of the difference between DF products and Mage Knight, or DF and DDM minis, etc. No one in the gaming industry seems able to match DF quality, even the cottage industry types such as Grendel or Ainsty - although they DO come close.

So, to close my diatribe for the day, all I will say is this; Apologies to all who have been offended AT ANY TIME, ANY POINT, by my rantings; such was not the intent. Entreaties to all to consider what I've said here, and to take a look at where DF MUST go to survive. Hopes/prayers/whatever, to whatever superior being you want, that DF can go there and survive.

And hugs to Avery Grace, who has a Mommy & Daddy & Big Brother who love her LOTS, and about 40 bazillion Aunts & Uncles who also care - muchly.

See some of you in Indy, and the rest;

SEE YA!

Jim
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#15763
Shipping Problems 8 Years, 2 Months ago  
Hello everyone,

Once again, sincere apologies for "dropping the ball".
In 10 years of business we have not fumbled very often considering the tens of thousands of orders we have processed.

We take our business seriously and will continue to try and improve as we grow and evolve. We don't have all the resources or man power of some larger companies but I feel that we care a lot more.

A lot of difficult circumstances contributed to the delay in shipping time, a lot of it beyond our control. Nevertheless, we have taken steps to improve this service in the future.

The Lapse in customer service definitely could have been helped. We blew it. We have no excuse here. (Jeff's Wife having a Baby is not an adequate excuse for a company.)

We should have had someone else in charge, and we WILL have someone else in charge next time Jeff is unavailable. We should have forseen the potential delays in shipping (Typhoon, Factory mishaps, random customs inspection) and the potential complications of having a difficult birth (C-section) and trained someone well in advance to handle all the questions and inquiries.

As the nature of our company changes we are learning how to improve our service and are making shipping times and customer service and information our top priority effective immediately and into 2007 (and beyond) We are deeply aware that this is now highly critical to our survival especially when taking pre-orders from our customers. This is something that we never did before the Den of Evil Set.

About the pre-order system: We thought that people would appreciate being able to reserve their copies in advance and get discounts for doing it. By doing so it has helped us as a company make more products faster. HOWEVER, we realize that when doing so, it is absolutely essential that we then hold up OUR part of the bargain (without excuses) and deliver within the time frame promised. We have taken steps to improve our systems effective immediately.

We are also offering an apology and a small consolation (details later) to EVERY single customer involved in the River Set Pre-order. You have all shown a tremendous amount of patience and have criticised us justly so. Incredibly, I don't think a single person has decided to cancel their order. You guys and gals are the most patient and understanding customers in the world. Thank you so much!

Overseas customers please hang in there! Everything is in transit now. We will do our best to make sure everything gets in your hands ASAP.

Once again, sincere apologies to anyone who has had difficulties, we will work hard to deliver and to improve for next time.

Looking forward to seeing some of you at Gen Con for a beer. I'm buying:)
Stefan
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#15764
Shipping Problems 8 Years, 2 Months ago  
>All the pre-orders should be out now. I think we have sent emails to all the International customers with
>tracking numbers. If you have not gotten an email please write me and let me know.

What about US customers? How do we know if our orders have shipped or not? I ordered a cavernous river set and a cavernous lake set on the same order? Do I have to WAIT for the lake set to come in before my river set ships? Or did it ship? When will it arrive? How do I find out this stuff when there is no way on the website to get in touch with the company?

Very poor customer service, guys. Very poor.

(BTW, order #2528 if you want to look it up)

1) There are at least TWO ways on the main DF web site (www.dwarvenforge.com) to get in touch with Dwarven Forge personnel - A) Their PHONE NUMBER; B) Their e-mail address; and, technically, C) a link to these forums. In addition, the Forums web site has a link to www.dwarvenforge.com where the aforementioned methods of contact are available.

2) Regarding whether or not persons have to wait for all items of a pre-order to become available: You do have a good question. Personally, I researched it BEFORE ordering my sets. It seemed like I'd want to know that before handing over money in advance of a purchase. YES, you DO have to wait. DF clearly answered the question (here on the forums if nowhere else) about pre-orders and said that if you order more than one item then that order will put aside for you all items that are currently in stock but the entire order will not ship until all items are in stock. The company had to do this because they could not afford to pay multiple shipping charges for a single order. Note that it would be appreciated if DF would make policies like this clear in the DF newsletter when they promote pre-orders. Perhaps it could be a small footnote or something, but it should be easily found instead of having to search forums for the information. (Hint: That's a suggestion for the future so others are less confused.)
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62 sets and counting. In addition, a boatload of individual pieces or sets of pieces.
 
#15765
Shipping Problems 8 Years, 2 Months ago  
From Waza:
I do have a tracking number but it appears to be no good. USPS says "There is no record of this item." Hopefully it's just a typo on the number and my stuff is on it's way anyway. It has now been 48 hours since I got the number and 24 hours since I replied back to the email with the tracking number to ask about it.


My reply: USPS? or UPS? As far as I know, DF ships via UPS and NOT USPS. Hopefully you just checked an incorrect site. If not, then perhaps it was human error and a tracking number was mistyped.

JKW
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62 sets and counting. In addition, a boatload of individual pieces or sets of pieces.
 
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